Complaints

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just Fences installed my fence at my home and the owner Jake was present. He had given my quote and installed my Fence. I did not have a gate installed in the back at the time. Later, I contacted Just Fences about buying a gate for my back yard leading from out of my back yard. Jake provided the information on the gate I should purchase for the back. When the gate came in I asked a contractor to install the gate. He informed me the gate was a straight type gate. I could see myself it was the wrong gate and looks terrible. I called Just Fences to ask if the could return it and Jenn in the office said no. I expressed my concern at the price I paid for the gate and could not use it. There was no compassion from Jenn or Jake. Several weeks later Jenn called me and said they could take it back if I purchase the racked gate from them but would be $ 120.00 dollars more. I paid $545.00 for the original wrong gate and now asking me to pay $665.00. When I went into the office to ask them again to take the gate back Jenn said it just went up $50 dollars more. They are not willing to refund the original wrong gate they sold me. Then I believe they are gouging the price. This is very bad and unprofessional business practices and unethical. I am requesting my money be refunded. I am asking for the response from the owner, Jake. Jake sold me the wrong gate and he installed my fence. I would like a full refund.

  Business response

  02/15/2022

  To whom it may concern. Just Fences installed **** ******** original fence during the summer of  2020. She contacted us sometime late August of 2021 inquiring about adding a gate to her back line of fence. I was personally the one who spoke with her. She was interested in adding a 4ft wide gate to the back line. So I informed her she would need a 4ft wide x 4.5ft high EFF-25 Gate and (2) Gate Post in Black to match her fence. She was given a price of $545.00 to purchase the gate. She also asked if we would come install this gate. This service would include a site visit to get the specific location of the gate, if needed check the grade or rack of the area where the gate is going, and a professional installation with a warranty when the gate arrived from Manufacturer. I believe she was quoted around $800.00 total for this, that included the cost of the gate. She said that was entirely to much and had " Another guy" that was going to do it. She then proceeded to ask me if I know of any other fence companies that she could buy the same gate cheaper. I thought was a little bold but nothing out of the ordinary anymore, which I responded" I am not sure you would have to call around." After a few weeks **** ******* contacted us again and wanted to move forward with ordering just the gate and having her guy install the gate. This order was placed on 9/24/2021 for $545.00. The gate was ordered on 9/27/21 and arrived around 10/27/21. She picked up the gate shortly after it arrived.

  Another few weeks passed and she contacted us stating her "guy" told her the gate was incorrect. At that point Jess my office manager informed her that all sales are final which is clearly stated in bold on her invoice. We have this policy because in most cases, like **** *******'s, gates or fence material are custom ordered for that specific job. Her gate is not a style we keep in stock so it was special order for her. After telling her we could not take the gate back she mentioned that I was the one that installed her original fence and should have known this would not work. She is correct in saying I did install her original fence, but I am not a mind reader. I have no idea of knowing where she wanted the gate installed. I have since revisited the site and the gate she ordered will work in the back left corner of her yard. When she was told this, she responded " That is not where I want the gate." I had no way of knowing where the gate was to be installed. Had she had Just Fences install this gate for the additional charges this problem would have been avoided. After multiple conversations with *** ******* I offered to break my policy of no returns. Jess contacted her shortly after explaining that I was willing to work with her since she was a repeat customer. The new racked gate she needed would be $150.00 more due to it being racked and price increases that had been applied by the manufacture. That would have made the new gate $695.00. We explained the way we would do this is she pays for the new, when it arrives she brings the original gate back in original packaging and excellent condition and we would then give her the refund from the original gate of $545.00. She said she needed to think about it and would be back in touch.

  Another few weeks went by which I believe brings us into the new year or shortly after Christmas she wanted to move forward with the new racked gate. She actually came to our office to pick up the custom racked gate order form which would need filled out. In picking up the gate form she was unsure how to fill it out. Jess briefly explained the form and told her that she should get the guy installing the gate to come over and check the grade and fill out the form to be sure it is correct. She asked if we would come do it, she was told "no", unless she was going to pay us the additional charges to install the gate like originally quoted. We did not hear from **** ******* until last week when she came into the office. Begin immediately complaining and demanding her money back. If we did not she was going to turn us in for bad business practices. Jess told her we offered multiple options and that is all we will do.

  Myself and Jess have offered *** ******* multiple solutions and none have seemed to please her. I was on vacation last week so was trying to get caught up yesterday with everything. In a meeting yesterday Jess and I were discussing yet another option for *** *******. If or when we are able to sell a fence job that matches her style, color, height of her gate, we would contact her and at that point take her gate back. We did not have time to contact her with this option yet as I received this email first thing this morning. Just Fences has not been in business for almost 15yrs by cheating or gouging customers. I feel we charge a fare price for quality products and services. All customers have the options to hire or buy products from anyone they choose. I am a small business not huge corporation like Home Depot or Lowes. If took every gate or fence back that people ordered and no longer wanted because they changed their mind or made a mistake I would be out of business. We are upfront and open about all of our policies. *** ******* was made aware of our policies not only when we installed her original fence but also when she purchased this gate.

  I am sorry she is unhappy but I feel we have went above and beyond with solutions for her. If you need any further information or copies of contracts, policies, or invoices I would be happy to provide them.

   

  Sincerely, 

   

  Jacob K***** owner

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